JOB APPLICATION

Customer Experience Executive (Jaguar and Land Rover)

Responsibilities

  • Drive digital customer experience initiatives in Sales and Aftersales to improve the sales experience, customer service and loyalty
  • Analyze all online customer service survey results and implement improvement plans
  • Support the roll-out and follow-up of all Sales and Aftersales standards, processes and audits as per manufacturer’s requirements
  • Manage the manufacturer’s e-learning platform and follow-up completion rate
  • Monitor the usage of CRM system (salesforce.com) and and actively propose improvements/automation of processes, dashboards efficiency and reports
  • Support the roll out of the Jaguar Land Rover digital customer experience standards
  • Support the sales operations and product team to maintain online systems like the online vehicle configurator up to date
  • Champion the connected car systems activation and train the sales team on system updates from the principal

Requirements

  • Minimum Degree qualifications with at least 2 years of customer service experience in luxury retail
  • Fast learner with a strong digital background and prior experience handling CRM systems preferred
  • Strong communicator with customer-centric personality
  • Excellent people management and interpersonal skills
  • Process-driven, meticulous, highly motivated and results-oriented
  • Able to multi-task and work under tight timeline
  • Candidates with no automotive experience are welcomed to apply

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